Technology Service Desk Manager Job at Edinburgh Full Time

Company Description:

At Quorum Cyber, we’re on a mission to help good people win. Founded in Edinburgh in 2016, we’re one of the fastest growing cyber security companies in the UK and North America, serving over 400 customers on four continents.

We protect organisations against the rising threat of cyber-attacks, enabling them to thrive in an increasingly unpredictable and inhospitable digital landscape.

As a Microsoft-only security house, a Microsoft Solutions Partner for Security, a member of the Microsoft Intelligent Security Association (MISA), and winner of the Microsoft Security MSSP of the Year 2025 award, we offer a unified security ecosystem comprised of innovative services, all delivered through our customer platform, Clarity.

In September 2024, Quorum Cyber acquired Canada-based, Microsoft Solutions Partner for Security, Difenda. This was closely followed in December 2024 by the acquisition of US-based, Kivu Consulting, a global cyber security firm with world-leading incident response capabilities.

Role Purpose:

The Technology Service Desk Manager is responsible for leading and managing the technology & end user support operations that enable Quorum Cyber’s technology services. This role ensures that all technology infrastructure, systems, and applications supporting our cybersecurity delivery teams, client services, and internal operations are maintained at the highest level of availability, security, and performance. The position combines technical leadership with operational management to deliver exceptional IT support services that directly enable our cybersecurity experts to focus on delivering world-class security services to our clients.

What I Do Is:

Service Desk Operations Leadership

• Lead and manage a team of technical support specialists providing tier 1 and tier 2 support for all Quorum Cyber staff and systems
• Oversee the daily operations of the service desk including ticket management, incident response, and service request fulfilment
• Establish and maintain service level agreements (SLAs) for technology support services aligned with business requirements
• Implement and manage IT service management (ITSM) processes following ITIL best practices, enhanced with AI-driven automation
• Coordinate with external vendors and managed service providers to ensure seamless technology support delivery
• Deploy and optimise AI-powered chatbots and virtual assistants for first-line support and common issue resolution
• Implement intelligent ticket routing and escalation systems using machine learning algorithms
• Leverage automation tools to eliminate repetitive tasks and improve service desk efficiency
• Occasional travel to QC Offices in support of service desk activities and business requirements.
• While you will be responsible for managing a team of technical support specialists, this position will also be hands-on role that requires day to day involvement with service desk workloads.

Team Leadership and Development

• Recruit, train, and develop a high-performing technical support team with expertise in cybersecurity technologies
• Provide technical mentoring and career development opportunities for team members
• Establish team performance metrics and conduct regular performance reviews
• Foster a culture of continuous learning and professional development within the team
• Coordinate training programs to ensure team stays current with evolving cybersecurity technologies

Strategic Technology Planning

• Collaborate with senior leadership to develop service desk support roadmaps that support business growth and client service delivery
• Evaluate and recommend new technologies and tools that enhance Quorum Cyber’s service support capabilities
• Manage Service Desk budgets and provide cost-benefit analysis for ongoing investments
• Lead Service Desk projects including system implementations, migrations, and integrations
• Develop and maintain Service Desk policies and procedures that support ITIL best practices
• Champion the adoption of AI and automation technologies across all service lines to improve efficiency and service quality
• Develop automation strategies that reduce manual effort and enable scalable service delivery
• Implement AI-powered analytics to provide insights into Service Desk performance and business impact
• Create automated workflows that integrate with Quorum Cyber’s Technology service delivery processes

Client and Stakeholder Support

• Provide escalation support for complex technical issues affecting client service delivery
• Coordinate with client delivery teams to ensure technology requirements are understood and met
• Manage technology aspects of staff onboarding and project setup processes
• Maintain relationships with key technology vendors and service providers
• Represent technology capabilities and constraints in client discussions and project planning
• Implement AI-powered service desk support tools that enhance service delivery speed and quality
• Develop automated staff onboarding and project setup processes that reduce manual effort
• Create intelligent reporting and analytics tools that provide senior management with real-time insights into service desk performance
• Leverage automation to standardise and accelerate service desk delivery processes

The Skills I Need Are:

Technical Leadership Experience

• 5+ years of experience managing IT service desk operations in a professional services or cybersecurity environment
• Proficiency in IT service management frameworks (ITIL) and service desk technologies
• Understanding of network security, endpoint protection, and enterprise security architecture
• Proven experience implementing AI and automation technologies in IT operations and service delivery
• Expertise in automation platforms (Ansible, Terraform, PowerShell DSC) and Infrastructure as Code methodologies
• Experience with AI/ML platforms and tools for IT operations (AIOps) and service management
• Knowledge of robotic process automation (RPA) tools and their application in IT service delivery

Management and Leadership Skills

• Proven experience leading and developing technical teams with ability to inspire and motivate high performance
• Strong project management capabilities with experience managing complex technology initiatives
• Excellent communication skills for interacting with technical teams, senior leadership, and external stakeholders
• Financial management experience including budget planning, vendor management, and cost optimisation
• Change management skills for implementing new technologies and processes

Industry Knowledge and Certifications

• Deep understanding of ITIL service delivery industry trends, technologies, and regulatory requirements
• Professional certifications such as ITIL Foundation/Expert, PMP, or cybersecurity certifications (Security+, CISSP)
• Knowledge of compliance frameworks and audit requirements relevant to cybersecurity consulting
• Understanding of business operations and how technology supports revenue generation and client satisfaction
• Knowledge of AI and machine learning applications in cybersecurity and IT operations
• Understanding of automation frameworks and their application across different service lines
• Familiarity with emerging technologies including generative AI, natural language processing, and predictive analytics

Personal Attributes

• Strong problem-solving and analytical thinking capabilities with ability to identify automation opportunities
• Ability to work effectively under pressure and manage multiple priorities simultaneously
• Customer service orientation with focus on supporting internal and external stakeholders
• Continuous learning mindset with commitment to staying current with technology trends, particularly AI and automation
• Collaborative approach with ability to work effectively across departments and with external partners
• Innovation-focused mindset with enthusiasm for leveraging technology to solve business challenges
• Strong change management skills for implementing automation and AI initiatives across the organisation

I Know I Have Done A Great Job If:

• Service desk SLA adherence consistently exceeds 95% for all priority levels
• First-call resolution rates improve year-over-year and exceed industry benchmarks
• Technology-related incidents that impact client service delivery are minimised and resolved quickly
• Team productivity metrics show continuous improvement in ticket resolution times and efficiency
• Implementation of automation and self-service capabilities that improve efficiency and user experience
• Successful deployment of AI-powered tools that enhance both internal operations and client service delivery

Development of automated workflows that reduce manual effort by 50% or more in key service areas

Other Information:

You will get an excellent salary, with world class benefits.

As leading-edge technology company you will have access to the latest technology, and an environment that will encourage and nurture your curiosity. We are passionate about your development, and you will be empowered to advance your skills and expertise.

Our Commitment to Equality & Diversity:

“Our diversity is a huge part of our success, and collecting data during the hiring process helps us understand how to keep strengthening and supporting that diversity.”

We are an equal opportunity employer. We are committed to fostering an inclusive, accessible, and equitable workplace where all qualified applicants receive fair consideration. We do not discriminate on the basis of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, disability, or any other characteristic protected under applicable federal, provincial, or territorial human rights legislation.

The information requested below is collected to help us meet our employment equity and reporting obligations, and to support our ongoing diversity and inclusion initiatives. Providing this information is entirely voluntary. It will not be shared with hiring managers and will not be used in any hiring decision. Declining to provide this information will not affect your application in any way.